I’ve mentioned many times that I order our groceries from Tesco. And I’ve been really impressed with their improved customer service compared to when I gave up on them 3 years ago.
Except for one issue.
Tesco have a system where, if you give them a mobile number, they text you. First with a ‘don’t forget you’ve booked us!’ text the day before your delivery and then with a ‘your groceries will arrive between x and y’ on the morning of your delivery. That second one narrows down the delivery time to one hour and is very handy.
I have not received that second email in, literally, months.
In fact, on reflection, I am 99% sure I haven’t had one since March, when I included a screen shot of a text message they sent me, when my groceries were late. If you read that blog entry, you’ll see that the text message was sent at 1107 and said my groceries would arrive at 1021, after they sent one saying 1121.
I am fairly sure their inability to send me such texts started then. Every week I Tweet to @UKTesco and complain. Every week they claim it will be fixed.
It hasn’t been.
They have also ‘escalated it’, fixed it ‘manually’ and so on. For weeks.
At this point I don’t even care about the stupid text message, as handy as it is.
I just want them to admit they can’t fix it and they have no idea why.
But I doubt they will.
That reminds me, I haven’t had the text from Boots to tell me my prescriptions are there, the last couple of times I have ordered them. Must chase them up on that.